Date post: | 11-Nov-2014 |
Category: |
Technology |
Upload: | alteryx |
View: | 918 times |
Download: | 0 times |
#inspire14
Optimizing Service Cost and Improving Customer ExperienceGreg HallDirector, AnalyticsMember Services Contact CentersKaiser Permanente
#inspire14#inspire14
Kaiser Permanente A $53B integrated health system focused on prevention
#inspire14#inspire14
Kaiser Permanente Founded in 1945, now has over 9.3M members in nine states
#inspire14#inspire14
Kaiser Permanente Comprised of insurance plans, hospitals, and medical centers
#inspire14#inspire14
Kaiser Permanente Largest integrated store of electronic medical records
#inspire14#inspire14
Kaiser Permanente Our cause is health
Our passion is serviceWe’re here to make lives better.
#inspire14#inspire14
Member Service Contact Centers AnalyticsA small team equipped to deliver big results
Equipped with:• An effective rapid analytics process • Tools: Toad, Alteryx, Tableau• Candid and team-first culture
#inspire14
Analytics SpeedOur customers have new expectations for speed
• Customers do not only compare our companies to our competitors
• Customers benchmark performance by the best in class regardless across industries
• Analytics teams need to match the speed of the internet
#inspire14
Rapid Analytics MethodologyDelivering analytics speed requires alignment
• An effective analytics process is required
• The desired outcome is not simply analysis
• The goal is analytical insight that leads to improved decision making and customer satisfaction
#inspire14
Delivering Analytics Speed
1. Start Simply: Begin with what you have, with the smallest set of data possible
2. Engage Leaders Early: Engage with leaders to share initial insights
3. Enrich the Model Iteratively: Add data elements that can provide meaning in each iteration
4. Emphasize Execution: Shift from analysis to execution as soon as elements of the path forward become clear
Four keys to an effective analytics process
#inspire14
Start Simply
• Start with what’s accessible• Small data sets facilitate initial speed• Leverage learnings in early iterations to
save time later on
Begin with the smallest set of data possible
#inspire14
Engage Leaders Early
• Assess leadership “pull” • Assess alignment and depth of analysis
required • Leverage feedback to focus efforts and
avoid wasted effort
Engage leaders early to ensure alignment and confirm direction
#inspire14
Enrich the Model with Each Iteration
• Use input from leaders and SMEs to inform each iteration
• Leverage Alteryx’s architecture to join additional data sources and iterate through the analyses
• Review each iteration with leaders and SMEs to confirm alignment and expected outcomes
Add data elements to the model and assess relevance
#inspire14
Emphasize Execution
• Consistently, employees report that execution is a bigger challenge than good planning (or analytics)
• We need to focus on execution to ensure our analysis will translate to customer value
Good Plans vs. Good Execution—Which Needs the Most Attention?Dick Ruhe / September 30, 2013
#inspire14
Rapid iteration has multiple benefits
• Allows us to start to move forward without waiting
• Allows us to test business level engagement to decide resources to apply
• Allows us to incorporate learning along the way
#inspire14
Alteryx’s Modular Architecture is Key
• Alteryx’s design drives rapid iteration• Individual tools allow for quick module
assembly, fast changes, and easy additions
• Leveraging previous Alteryx modules and others’ analyses facilitates speed
Alteryx is designed for rapid iteration
#inspire14
Example 1: Contact Center Volume Drivers
Streamlining the Customer Experience
#inspire14
Start SimpleWe started with a small set of data
• Started with data that was immediately available
• We analyzed contact volumes across several regions
• We enriched the model and normalized contact volume with customer counts
#inspire14
Alteryx ModuleAn Alteryx module allowed us to conduct rapid iterations with minimal effort
• Scheduling modules to run saves analyst time in future iterations
• We can quickly add elements to the model
#inspire14
Engage Leaders EarlyWe asked leaders key questions to assess alignment
• Do the data align with what they are seeing and experiencing?
• Do they have other feedback about the data?
• What issues are they experiencing?• Do the data support their assumptions?• What other data would they like to see?
#inspire14
Engage Leaders EarlySharing the model with leaders early provided key insight
• By reviewing analysis early we discovered key areas of alignment
• Leaders were most interested in an unexpected area of our analysis
• We saved analyst time by understanding level of analysis required
The 9th most frequent call turned out to be of
immediate importance to a senior leader
#inspire14
Example 2: Customer Onboarding
Working Across Departments to Optimize Cost and Customer Experience
#inspire14
Kaiser Permanente Experienced Rapid Growth
• Kaiser Permanente has experienced significant customer growth in 2014.
• Large influxes of customers requires close coordination among departments
• Systems and processes stressed by growth required increased coordination and visibility to data
Rapid growth stresses processes and requires effective internal collaboration
#inspire14
We Needed a Cross Functional Customer View
• Membership onboarding and customer service data were joined to achieve maximum insight
• Data elements were added with input from SMEs
We blended and analyzed multiple customer data sources
#inspire14
We Engaged Leaders EarlyWe asked questions to help us decide the next action
• If we continue this analysis, who is in a position to take action?
• What type of action could possibly be taken?
• Do we have the right people involved?
Experts guided the next iterations
#inspire14
We Emphasized Execution
• Once the needed solution was discovered, we shifted our analytics efforts
• The analytical model now empowers tracking of improvement
We achieved sufficient insight and moved to support solution implementation and benefits tracking
#inspire14
ResultsOur process is 4X fasterWe expect to realize 3X the cost savings
• We can conduct analysis an estimated four times faster with Alteryx than with previous tools
• Compared to our previous methodology and tools, we expect to deliver three times the cost savings with a rapid iterative analytical process that is fueled by Alteryx
#inspire14
Summary
1. Start Simple: Begin with the smallest set of data possible
2. Build a Model: Create a model that can be leveraged in future iterations
3. Engage Leaders Early: Engage with leaders to review the iteration
4. Achieve Analytics Insight: Seek input from leaders and SMEs to find meaning in the data
5. Enrich the Model with Each Iteration: Add data elements that can provide meaning in each iteration
6. Focus on Execution: Execute as soon sufficient analysis is obtained
Alteryx enables rapid iterations of analysis
#inspire14
Thank You